Job Description
Job Description
Job Description
PRINCIPLE CHOICE SOLUTIONS
IT Support Analyst
POSITION PURPOSE The IT Support Analyst is responsible for providing first line technical support and training to end users. The IT Support Analyst position is responsible for working within the ticketing system, quickly troubleshooting software/hardware issues, accurately documenting issues, resolutions, and collaborating with other technical resources to solve complex technical problems. Such troubleshooting may include software applications, hardware issues, or answering training questions via phone, email, remote access, and in person.
ORGANIZATION This position reports to the IT Support Supervisor.
ESSENTIAL FUNCTIONS - Supply and deploy technical solutions to business problems.
- Excellent customer support to all users within the organization and documentation of each customer interaction.
- Provide basic and advanced hardware and software support to business users both locally and remote via phone, email, chat, and remote tools.
- End user administration following internal IT processes and procedures.
- Installation and configuration of workstations, printers, and other end user requests.
- Moderate to Advanced Support of Office 365 product suite, Adobe Applications.
- Work closely with the IT Support Supervisor to ensure issue tracking, documentation, and proper assignment of tasks is being completed daily.
- Work with the team, collaborate, and improve documentation for end users through our ticketing system.
- Provide On-Call support as necessary.
- Additional security clearance/training may be required specific to this department.
- Other duties as assigned.
KNOWLEDGE & EXPERIENCE - 1-3 years’ experience in providing outstanding customer service through hardware and software technical support in a professional office environment.
- 1-3 years’ experience using a ticketing system.
- Advanced hardware and software troubleshooting skills.
- High knowledge and proficiency of Windows 10, Office 365 Product Suite, Adobe, and other SAAS applications. Azure Active Directory and Microsoft PowerShell experience required. At least 1 year of regular use of AD Users and Groups in providing normal AD administration.
- Attention to detail
- Strong communications skills.
- High sense of urgency with excellent researching abilities.
- A+ Hardware and Software or Network + certifications are preferred.
MACHINES & EQUIPMENT The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier.
PHYSICAL REQUIREMENTS Must be able to lift and carry up to 50 pounds. Must be able to talk, listen, and speak clearly on the telephone.
WORKING CONDITIONS The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic times working at the office site may be required.
Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Security and privacy training will be provided as part of this role to protect the confidentiality, integrity and availability of PCS’ employee and customer data.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
PCS is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Powered by JazzHR
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